Direct from Starband in their own words:

1) Why is StarBand transitioning to a new satellite?
Since our launch in 2000 StarBand has strived to leverage the best technology available to provide great Internet access at the best value to our customers. In our latest initiative to enhance StarBand, we are investing in new infrastructure by transitioning to a new satellite – Echostar 9. The new satellite provides numerous benefits including a superior platform for continued growth. This will enable us to provide our customers with continuously higher performance services in the future.

2) When is this transition taking place?
StarBand is planning to launch this transition project on June 15th and customers must be transitioned to the new satellite within the next few months.

3) What responsibility do StarBand dealers have with this transition project?
The re-points will be done at no cost to the customer.

4) Why is a dish re-point required as part of the satellite transition?
Currently, most customer satellite dishes are pointing towards other satellites. In order to provide service on the new Echostar 9 satellite, a certified StarBand dealer/installer must conduct a re-point. G27 may still be used in areas not covered by EchoStar 9.

5) Are all StarBand customers impacted by this transition?
All StarBand customers will be impacted in some way by this transition. However, the impact is determined by different factors, including the customer’s geographic location and current service. Some customers (AK, HI, and those in certain remote regions) will no longer be able to receive their current StarBand service as a result of this transition. A new service will be introduced as a transition option for these customers. Overall, most customers will be transitioned to Echostar 9. Some customers (AK, HI, and those in certain remote regions) will remain on the current satellite but will require a new Nova service. Dealers and customers affected will be contacted separately by the StarBand team.

6) How are customers being notified?
All customers will be made aware of this transition. We are sending multiple notifications via direct mail, email and voicemail, and are posting notifications to the StarBand Member Portal starting in early June. We will continue to send communications to customers throughout the transition process. We are instructing customers to coordinate a re-point time with their assigned dealer.

In addition, in order to ensure we have the most updated contact info, we are sending a notice to all customers in mid-May requesting them to update their contact info by logging in to the StarBand Member Portal (StarBand.net or Portal.StarBand.net). We are sending multiple notifications via direct mail, email and voicemail, and are posting banners to the Member Portals. Customers that do not respond to these notifications with their updated contact info may face restricted Internet access until their info is verified on the StarBand Member Portal.

7) What will happen to customers that don’t complete the repoint?
Completing the re-points for all assigned customers is required in order for their StarBand Internet service to continue working. If the re-point is not completed by the deadline, then the customer’s service will be shut off and they will need to contact StarBand customer support for assistance.

8) Are any other upgrade or renewal options being offered to customers during this transition?
Yes, we are offering both a renewal and upgrade option. Customers have the option to lock-in their current rate for 24 months by signing a renewal contract. After the re-point is conducted, the StarBand dealer/installer will have the customer complete the required contract online.

In addition, we are offering an upgrade option to legacy customers using the 360 and 48X platforms. These customers have the option to upgrade to the Nova 1000 or Nova 1500 services.

9) What if customers don’t have line of sight to Echostar 9?
Several options are being implemented for customers that don’t have line of sight to Echostar 9. These customers and dealers will be handled on a case by case basis and will be notified by the StarBand team.

10) How will StarBand mobile customers be affected?
Mobile customers will need to reprogram their modem and re-point to Echostar 9 beginning June 15th. We will contact dealers about specific mobile customers closer to the launch date.